Notify Team/Subteam based on Event Type/Content

#1

Hi,

we have a Service defined in PagerDuty. Also an Escalation Policy and a schedule have been setup. Our technical components send different events using the Events API v2. Based on the escalation policy, the people now get their notifications, all good.

I have a question regarding the implementation of the following scenario: Depending on the event details (type, grouping etc.) we would like to route the created alert to a different schedule. For example, let’s say there is an incoming alert informing about overusage of our service from a certain customer, we would like to route route/assign this alert to the “Business Team”. However, if there is an alert on a technical component (could be identified by event payload) we would like to directly route/assign this alert to the “Development Team”.

Is this scenario supported by PagerDuty?

#2

Hi Andreas,

This could be setup via Global Event Rules. An incident would arrive and be routed based on what you have setup in the rules/payload. You would be able to create Event Rules and this could route to different services with different escalation policies and schedules setup. You would not be able to route this to different schedules/escalation policies based on a Service Level Ruleset - as those are for individual services.

We have more information available on Event Rules here: https://support.pagerduty.com/docs/rulesets

If you have a specific question about your account or rules, you can email us support@pagerduty.com.

Abbott Brannon
Technical Support Specialist

#3

Hi Abbott,

thanks for the explanation. We also already thought about having different services where we then can configure different escalation policies. But to be honest, that feels a bit like a workaround because I would say that it’s really only one service.

I I understood you correctly I still would send all events to the service which I already have and only use the newly created services “internally” to be able to use Global Event Rules. Right?

#4

Andreas,

I would not be able to know the answer to your question without knowing more about the types of events you are receiving/what you want to be sent to various services.

Global event rules would require you sending events to the global integration key/email. When integration event streams have more than one service destination, you would need to use the Global key to route them to the right service. When an event is routed to a service that contains service rulesets, then it will also be evaluated by service rulesets at the time of event ingestion, after global rulesets have been evaluated. If your existing service integrations have the same event stream integrated into multiple services, consider migrating those integrations to a global ruleset and use routing rules to direct events to the correct services.

If you’d like to share more specifics on what routing you are wanting, I’d be happy to take a look at your account. You can email us to share your account details support@pagerduty.com

Cheers,
Abbott Brannon

#5

This is our standard best practice setup, which involves creating a well-configured service taxonomy configuration. With this in place, you can then route events/alerts into the appropriate services (or other abstractions as you see fit) and notify technical teams, business teams, support teams, etc. based on the contents of the event/alert. An event ruleset is the entry point here as Abbott explained in his responses.

The key is to not limit your use of a PagerDuty Business or Technical “service” to only those items like compute, storage, backend/frontend, microservices but for anything, any team, any location, etc. especially where you want to mobilize another team, take different automated actions, and get more granular metrics/KPIs.

Example:

  • Service/App - Production
  • Service/App - Microservice A
  • Service/App - AWS
  • Service/App - Azure
  • Service/App - Staging | Development
  • Service/App - Customer Service | Success Team
  • Service/App - Business Team
#6

Abbott, Doug,

I just send a mail as Abbott suggested to support@pagerduty.com. Although I think I understood how to do it, it’s probably best that you just can have a look at our account.

Best
Andreas

#7

Hello Andreas,

I have responded to the email you sent.

Kind regards,

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